Purpose: Asynchronous video interviews (AVIs) enable recruiters and job candidates to conduct and review employment interviews at different points in time, promising improved cost and time efficiencies for all users. This research aims to investigate the implementation and normalization process...

Purpose: The present research aims to summarize the literature on customer delight, identify trends and debates, create an instrument to measure delight and propose directions for future research. Design/methodology/approach: A comprehensive review of the literature has been undertaken. Flowing...

Purpose: Despite multiple studies of customer delight in various service industries, limited research exists in the hedonically driven theme park context. The purpose of this paper is to explore the key drivers of customer delight and outrage in theme parks by analyzing TripAdvisor’s comments...

Purpose: Adopting a socio-spatial approach, this study develops a consumer-centric conception of service experience customization. In contrast to existing service customization research, which has focused on company-centric approaches, the purpose of this paper is to examine the practices...

Purpose – This article seeks to develop a managerial model that will aid in the effective management of customer relations. This study explains in detail the concepts of satisfaction and delight; their antecedents and potential outcomes. Design/methodology/approach – An extensive review of...

Purpose The purpose of this paper is to draw upon the theory of consumption values and the experiential value scale to develop a conceptual model concerning hospitality customer’s use of self-service technologies (SSTs) and their impact on consumers’ service experience....

Purpose For most customers, the vacation experience is enjoyed in the company of others; thus, studying customer-to-customer interactions becomes critical. This research aims to explore customer-to-customer interactions and their impact on the guest experience. Design/methodology/approach An...

Purpose – The present study aimed to understand the relationships between the various kinds of feedback received by hospitality operators. Information from guests, experts, and internal sources are often received, valued, and processed in various ways. The researchers sought to further explore...